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Billing & Invoicing FAQs

Molly Hickey
  • Updated

This article covers the most common billing and invoicing questions we receive from Workvivo customers. Whether you need to access your invoices, update your billing details, manage account ownership, or understand your implementation fee billing, you will find step-by-step guidance below. 

For anything not covered here, reach out to your Workvivo point of contact who is always happy to help.

Manage your Workvivo billing, invoicing, and payment details easily through the Zoom Billing Portal. 

The Zoom Billing Support site contains several resources to support you. Understand how to navigate the Zoom Billing Portal here.
 
Access the customer Zoom Billing Portal here: https://zoom.us/billing
 
Customers can:
  • Add or update payment information (e.g., credit card).
  • View invoice history and pay outstanding invoices directly online.
  • See all active plans and subscriptions (e.g., Zoom Pro, Zoom Phone, or Workvivo).
When needed, you can contact Zoom Billing Support at: https://support.zoom.com/hc/en/new-request
 
Whilst the Zoom Billing Portal should be your go-to for any billing queries, we have compiled the questions we most frequently receive from Workvivo customers below.

If you're unsure of your login details or who has access to your Zoom Billing Portal, you can contact the Zoom Virtual Agent (ZVA) through the Zoom Support website for assistance.

If you receive Zoom invoices by email, the Zoom Virtual Agent can help verify your account using information found on your invoices. We recommend using the email address associated with the Bill To or Sold To contact listed on your invoice when logging in.
 

Please note that if you signed as a customer with Workvivo Limited prior to October 2023, you may not have access to the Zoom Billing Portal and will need to follow a different process. Please reach out to your CX point of contact if needed.

Accessing and Downloading Invoices

Where to access invoices

  1. Sign in to the Zoom Billing Portal
  2. Go to Billing or Account settings.
  3. Select the invoice you want to view.
  4. Review the invoice details, including line items, invoice number, date, tax information, and any purchase order number.
  5. Download the invoice as a PDF using the available download option.
Invoice history is typically available for previously issued invoices for the life of the account, subject to your portal access and retention settings.

Updating Your Billing or Invoicing Address

Where to update

  1. Sign in to the Zoom Billing Portal
  2. Go to Account Management, then Billing
  3. Click the Billing Information tab
  4. Click Edit next to the address or contact details you need to update
  5. Update your information and save changes
You can usually update street address, city, state or region, postal code, and country. Depending on your account setup, you may also be able to update the legal entity name, tax registration details, or invoice recipient information.
 
If you would like any updates to your legal entity name to be reflected on future invoices, please contact your Workvivo Customer Success Manager.

Making a Correction to an Invoice

Compliance rules prevent reissuing invoices, but future billing details can be corrected easily through the portal. If you discover that company name, address, or tax details differ to those in your procurement system or accounts payable team records, you can request a correction. 

 

How to request a correction to an invoice:

  1. Sign in to the Zoom Billing Portal
  2. Go to Account Management > Billing > Billing Information > Edit > Save Changes.

  3. Once updated, contact Zoom Billing Support at https://support.zoom.com/hc/en/new-request with the invoice number and the specific correction needed. 

    For example: "Invoice should show 'Acme Ireland Ltd.' instead of 'Acme Ltd.'"

 

Top Tip:

When you raise a billing query, include:
  • Your account name
  • Invoice number, if available
  • Billing address or contact details involved
  • A clear description of the issue
  • Relevant dates, amounts, or purchase order numbers
  • Screenshots or supporting documents, if available
If your issue is not resolved after your initial request, reply to the existing case or ask for an escalation through the same support channel so the history remains in one place.
 
Please note that any updates made will apply only to future invoices, not those already issued.

User and Role Management

Account Ownership

  • The account owner is the only contact who can assign or edit admin roles.
  • Multiple admins are supported, and each can be granted permission to view or edit billing and subscription information.
  • Admins can also request ownership transfer; if the current owner does not respond within 7 days, ownership automatically transfers to the requester.

 

Updating Your Account Owner

If you're the current owner or have access to the owner's account, follow these steps below to transfer ownership to an admin on the account.
  1. Sign in to the Zoom Web Portal as the current account owner.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Account, then Account Profile.
  4. Click the Account Profile tab.
  5. Click Change Owner.
  6. Enter your account password, then click Continue.
  7. Enter the new owner's email address, then click Change.
    The new owner's email address will be listed on the Account Profile page, and the old owner will be an admin.
If the current owner is no longer available, as an admin, you can proceed with the steps outlined here: Changing the Account Owner.
 
 
Updating Your Billing Contact

Your billing contact is the person who receives invoices and billing-related communications from Zoom. The billing admin can view invoices, update certain billing details, and manage billing contact information via the Zoom Billing portal.
 
If a contact listed on an invoice leaves the company, account owners and administrators can update the “sold to” or “bill to” contact in the billing section.
 
For compliance reasons, please be aware that previously issued invoices are not reissued; updates apply only to future invoices.
 
Customers may still pay an invoice with an outdated contact, then update details for subsequent billing cycles.
 
 
How to update a billing admin:

Log into the Zoom Billing Portal

  1. Open Account Management > Billing > Billing Information > Edit
  2. In the Billing Contact section, please confirm the new contact name, email address, and role before the change is made. Detailed steps can be found here: Updating your Zoom Billing Contact.
  3. Save changes
If your previous billing admin or account owner has left your organization, please contact your Workvivo Customer Success Manager.
 

Tip: We recommend setting up additional billing admins or using a service account / alias address to ensure you do not lose access to the Zoom Billing Portal during absences or unplanned leave.

Validating the Invoice Amount

  • If you believe the invoice amount is incorrect, firstly compare the invoice against your contract, milestone status, and any prior billing communications.

  • Contact Zoom Billing Support with the invoice number and a description of the discrepancy: https://support.zoom.com/hc/en/new-request

    When you raise a billing query, include:
    • Your account name
    • Invoice number, if available
    • Billing address or contact details involved
    • A clear description of the issue
    • Relevant dates, amounts, or purchase order numbers
    • Screenshots or supporting documents, if available
If your issue is not resolved after your initial request, reply to the existing case or ask for an escalation through the same support channel so the history remains in one place.
 

Adding a Purchase Order Number on Invoice

  • Confirm whether a PO number was provided before the invoice was issued
  • If not, please contact your Workvivo Customer Success Manager to determine whether a revised invoice can be requested: https://support.zoom.com/hc/en/new-request

Payment Sent but not Reflected

  • Please allow time for bank processing and reconciliation. Payments made by check or wire transfer may take 7–14 business days to be received and reflected on your Zoom account.
  • To help ensure your payment is processed accurately and without unnecessary delays, please include your invoice number and account name when submitting payment. This allows our Accounts Receivable team to identify your payment and apply it to the correct account.
  • If payment has been sent but is not showing as received after a reasonable period, provide the payment date, amount, method, and any remittance reference to Zoom Billing Support https://support.zoom.com/hc/en/new-request

Tax and Compliance Options

  • Customers who are tax‑exempt can self‑service their tax certificate upload and verification directly in the portal.
  • Once validated, the exemption automatically applies to future invoices.

Understanding your Implementation Fee Invoices

The Workvivo implementation project is typically split into two phases and so your implementation fee will be billed in two stages. An invoice will be issued after each pre-agreed milestone per the Statement of Work is reached:
  1. Readiness milestone
  2. Launch milestone (final invoice)
The invoice will usually show the applicable billing period, milestone or service description, amount due, and any tax or purchase order information.
 
Timing can vary depending on project progress. Your Onboarding Project Manager will notify you when each milestone is reached. If you expect an invoice and have not received it, check whether the milestone has been confirmed and whether your billing contact details are up-to-date.
 

Additional Information

Please reach out to your Workvivo point of contact if you have any billing questions not covered in this article.